Jessi Anwen Montenegro

• Handling 3 chats at a time with duties including assisting customers' regarding their reservations, presenting relevant product information and policies, and checking for better plan options for their account.
• Sharing of best practices, and new product updates that are not yet cascaded to the program.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Was able to maintain an average of 95.21 quality metrics against the 90% target for the past 3 months (December, January and February).
• Maintained an average of 93.08% Chat CSAT against the 90% target for the past 3 months (December, January and February).

Promoted into a Chat Support / Consultant for Sutherland India. Resolving escalated complaints and helping agents with tool navigations.

• Excellent communication skills, both verbal and written.
• Strengthened communication skills through regular interactions with others.
• Identified issues, analyzed information and provided solutions to problems.
• Gained strong leadership skills by managing projects from start to finish.

Performed detailed troubleshooting of internet modem, landlines, and televisions with customers over the phone. Provide thorough support and problem resolutions for customers while maintaining composure and patience in the face of difficult customer situations. Referring difficult issues to upper management while maintaining positive rapport with a customer.

Worked on a team of 20 people and was responsible for answering 2 chats at a time. My daily activities include answering approximately 40 chats per day, discussing billing issues with the customer, and offering possible solutions. I also follow the conversational script provided by Sutherland and keep the customers' chats to under 15 minutes.

• Awarded With Honors
• Graduated With High Honors